Актуальность темы обусловлена потребностью предприятия, АО «ПФ «СКБ Контур» для автоматизации процесса обработки обращений клиентов в чаты, для увеличения эффективности работы сотрудников и сокращению ресурсных затрат, а также для повышения клиентского сервиса предприятия. Научная новизна состоит в том, что проанализировано большое количество программных средств для реализации проекта, продемонстрировано большое количество применений чат-ботов в бизнесе, а также разработан уникальный чат-бот, непосредственно для компании СКБ Контур. Практическая значимость заключается в том, что данный чат-бот можно применить в любой компании, в которой есть бизнес-процесс обработки обращений клиентов в чат. Экономическая эффективность проекта заключается в том, что система полностью окупит себя и начнет приносить стабильную прибыль после 9,5 месяцев эксплуатации, а также в увеличении эффективности клиентского сервиса и полной автоматизации бизнес-процесса. / The relevance of the topic is due to the need of the enterprise, SKB Kontur, to automate the process of processing customer requests in chats, to increase the efficiency of employees and reduce resource costs, as well as to improve the customer service of the enterprise. The scientific novelty lies in the fact that a large number of software tools for the implementation of the project have been analyzed, a large number of applications of chat bots in business have been demonstrated, and a unique chat bot has been developed, directly for SKB Kontur. The practical significance lies in the fact that this chatbot can be used in any company that has a business process for processing customer requests to chat. The economic efficiency of the project lies in the fact that the system will fully pay for itself and begin to bring stable profits after 9.5 months of operation, as well as in increasing the efficiency of customer service and fully automating the business process.

自八O年代以後，台灣半導體通路產業即邁入了激烈的競爭時代。眾多高同質性的業者，相互競奪上游產品線的代理權，以及下游買者市場的交易權；業者的生存契機，主要來自於提供上、下游業者間進行商業交換的平台。因此，此一平台所能提昇的交換效率，及其處理跨組織間交換成本的能力，乃成為不容忽視的課題。半導體通路業為台灣資訊工業中，歷史悠久且具重要地位的產業；研究瞭解半導體通路產業之價值鏈活動，將有助於台灣半導體通路產業之促進升級。 半導體通路商所從事之價值鏈活動功能，予以分類概有商流、物流、金流、資訊流及技術流等五大項；其中，諸多研究證實——技術支援能力，乃屬半導體通路商之核心競爭力之一。過去有關半導體通路商的研究，大多是由競爭策略、企業資源規劃及整體通路之價值鏈活動等觀點著手，但專注於技術流部分，予以進行4C交換成本態勢分析之探討者，則尚未得見；因此，本研究乃有其創始性。 本研究以台灣地區的半導體通路商為研究對象，期望所做研究結果可供台灣半導體通路業者，做為規劃技術行銷策略之實務參考。本研究屬於質性之探索性研究，經由個案訪談及問卷之初級資料與次級資料的蒐集彙整，並以4C交換成本理論的四個主要變數：外顯單位效益成本、資訊搜尋成本、道德危機成本、專屬陷入成本，進行個案企業之比較分析，並歸納出下列之研究發現與結論： 1. 上游供應商與通路商之技術合作，其對通路商處理交換成本能力的需求排序為：道德危機成本、資訊搜尋成本、專屬陷入成本、外顯單位效益成本。 2. 技術性協力廠商與通路商之技術合作，其對通路商處理交換成本能力的需求排序：道德危機成本、外顯單位效益成本、資訊搜尋成本、專屬陷入成本。 3. 下游系統製造廠商與通路商之技術合作，其對通路商處理交換成本能力的需求為：外顯單位效益成本之功效，高於內隱交換成本之效能。 4. 規模經濟型之半導體通路商，其對下游系統製造商所提供之技術支援服務功能，外顯單位效益成本的優勢，高於內隱交換成本。 5. 利基型之半導體通路商，其對下游系統製造商所提供之技術支援服務功能，內隱交換成本優勢，高於外顯單位效益成本。 6. 經營低技術層次產品之半導體通路商，其對下游系統製造商所提供之技術支援服務功能，外顯單位效益成本的優勢，高於內隱交換成本。 / After the eighth decade, the channel industry of Taiwan semiconductor moved toward serious competition. Many of high similarity company compete with each other in the agency of product line source and the buyer market of OEM customer; the survival opportunity of company is to provide the platform for the exchange between the supplier and customer. Hence, the most critical point is to increase the efficiency and to reduce the exchange cost between the cross-organization in the platform. Semiconductor channel industry is long historical with important position in Taiwan information industry; to investigate and study the semiconductor channel industry will contribute to the research for the upgrade of semiconductor channel industry in Taiwan. The value chain activity of semiconductor channel can be break through into business flow, logistics, financial flow, information flow and technology flow; Among them, technical support ability has been approved to be one of the key competitiveness of the semiconductor channel by many researches. Most of the past researches stood on the views, such as competitive strategy, Enterprise Resource Planning and whole value chain activity, etc., but the point on the 4C exchanges cost co-opetition analysis in the technology flow has not been seen yet. Hence, it’s important for this research. This research is expected to provide the result for the practice reference of the technical marketing strategy to the Taiwan semiconductor channel by focusing on them. This research is belong to the qualitative exploratory research from the data collection of the primary and the secondary information in the interview cases and questionnaires, then to analyze the cases comparatively by the four primary parameters of the 4C exchange cost the cost: the external cost on utility, information searches, morals hazard and hold up asset specificity. Finally, the following important results have been pointed out: 1. The sort of the technical cooperation between the channel and the supplier to the requirement for the channel ability in dealing with exchange cost is: morals hazard, information searches, asset specificity and the external cost on utility. 2. The sort of the technical cooperation between the channel and the independent design house (IDH) to the requirement for the channel ability in dealing with exchange cost is: moral hazard, the external cost on utility, information searches and asset specificity. 3. The technical cooperation between the channel and the system manufacture customer to the requirement for the channel ability in dealing with exchange cost is: the effectiveness of the external cost on utility is higher than that of the inner exchange cost. 4. The technology support service function to the system manufacture customer from the semiconductor channel of the scale economic type is: the advantage of the external cost on utility is higher than that of the inner exchange cost. 5. The technology support service function to the system manufacture customer from the niche type semiconductor channel is: the advantage of the inner exchange cost is higher than that of the external cost on utility. 6. The technology support service function to the system manufacture customer from the semiconductor channel with operating in the low technical level product is: the advantage of the external cost on utility is higher than that of the inner exchange cost.

The management of online learning environments so that they are effective and efficient presents a significant challenge for institutions and lecturers due to the complexity of requirements in the learning and teaching domain. The use of 3D Multi User Virtual Environments (MUVEs) for education introduces a novel set of management challenges. MUVEs were designed to cater for entertainment and commercial needs and as such do not intrinsically support managed learning. When MUVEs are used for educational purposes, forming 3D Multi User Learning Environments (MULEs), user support for learning management becomes an important factor. This thesis highlights the importance of managed learning in MULEs. It proposes a coordinated approach which accommodates the existing education institutional infrastructure. The research has focused on two very widely used and closely compatible MUVEs, Second Life (SL) and OpenSim. The thesis presents system and user studies that have been carried out on these selected MUVEs. The findings reveal the challenges that academics and students can experience if they do not have sufficient knowhow to manage learning activities in SL/OpenSim. User guidance and training tools were then developed for supporting learning management strategies in the context of SL/OpenSim and demonstrated in exemplar use-case scenarios. The user support models and tools which were developed have been extensively evaluated for their usability and educational value using diverse participant groups. The results validate the efficacy of these contributions, defending the research thesis. These contributions can be used in future research on managing MUVE supported education.

本研究選擇工業電腦產業的領導廠商研華科技公司為個案研究對象，想藉由研究該公司的技術支援服務流程，來瞭解其中可能出現的問題，並進一步提出改善的建議。 在整個研究架構方面，採用Davenport and Short（1990）的企業流程再造的五階段，乃因為此架構既具有完整的流程再造觀念，也稍具執行細節的考量，因此決定以該兩位學者所提的企業流程再造五階段作為本研究架構。 根據本研究，發現其現行的技術支援服務流程有以下的問題： 1. 業務工程師花費過多時間於技術支援服務上，使得他們缺乏時間開發與創造新的商機。 2. 客戶找業務請求技術支援並不會留下記錄。 3. 業務工程師與應用工程師有遺忘客戶需求的可能。 4. 業務無法隨時掌握顧客需求被滿足的狀況。 5. 應用工程師被動等待客戶跟催。 因此本研究提出以下建議： 1. 使用「即時支援軟體」來讓客戶可以輕鬆解決自己的問題，並留下服務需求記錄。 2. 加強公司知識庫的完整性、豐富性及更新速度。 3. 使用新的技術支援服務流程以提升服務效率及反應速度。 4. 建立每日客戶需求未被滿足的清單之電腦自動回報機制。 5. 提供客戶即時查詢其需求處理狀況。 另外在進行技術支援服務流程再造的時候，需要特別注意的是，要有一個流程負責人來統管整個新流程的運作狀況，董事長與總經理應該給予最高的授權支持，而該負責人應請各相關部門派出經理級以上的人參與流程再造，藉此整合各方意見並凝聚共識，如此才可能增加推行的助力，並將可行性納入考量，不然有可能變成難以執行計畫。 除此之外，還要有搭配相對應的誘因機制，讓相關的人員可以配合與適應此一新的技術支援服務流程，因為人們面對改變總是偏向抗拒的，因此一個新流程的推行需要相對應的誘因制度設計，才能讓大家有動力去從事變革。 關鍵字：工業電腦、技術支援、企業流程再造、流程圖、服務管理

Master´s thesis deals with electro-designers addressing concept proposal by the Automation and drives division of Siemens company. Actual state in the company has been explored by SWOT analysis. By means of questionnaire investigation, main criteria according to which the electro-designers are abided by during the manufacturer selection, has been established. Forcefully to these criteria, the set of measures leading to the Siemens products position by the electro-designers improvement, has been proposed. By realization of the measures, outstanding relationships improvement will happen and thus also many new customers will be won.

This research contributes to the cloud computing (CC) literature and information science research by addressing the reality of information sharing and storage behavior (ISSB) of the users' personal information via CC. Gathering information about usage also allows this research to address the paradox between the research and practice. Additionally, this research explores the concept of trust and its role in the behavioral change relative to CC. The findings help reconcile the paradox between the two realms. Essay1 develops and tests cloud computing usage model (CCUM) that assesses ISSB. This model considers the main adoption determinants and the main drawbacks of CC. The study measures the main concerns of users found in the literature, perceived security and perceived privacy. The findings prove surprising on these concerns. Using multiple regression to analyze 129 valid survey responses, the results find that CC users are less concerned about the major issues of security and privacy and will use the technology based on peer usage. Essay 2 examines why users ignore the technology issues and elect to replace the traditional mechanisms for handling their personal information. The results of an interview-based study conducted on 11 normal users and 11 IT professionals clarify their perceptions about CC and examine its readiness to handle their information from an end-user perspective. Essay 3 explores the CC literature to identify the major factors associated with the users' trust beliefs. The research conducted in this essay groups these factors into three categories. The posited and tested model examines the effect of perceived trust on ISSB. A structural equation modeling approach is used to analyze 1228 valid responses and tests the developed cloud computing trust model. The results provide multiple implications for CC researchers, managers, and service providers.

This master's thesis deals with the analysis of the requirements placed on the technical support information system which should be used in the software developing company. The basic functions of this system are the collecting of information about all kinds of work which the company employees concentrate on and the possibility of statistics generating. Moreover, it is also possible to implement further extensions to the system which will not only enable other functions, that are not related to the primary goal of the system, to be integrated; but also to define new user roles, for which various limited parts of the system will be accessible.

<p>You could say that the Swedish artist Felix Gmelin in his art uses media to get closer or further away from what we consider to be the reality and also truth. The purpose of this study is to discuss what this means for the intention of his art works. The starting point is my own aesthetic experience of his painting and the installations <em>A Gentleman’s agreement (1996), Farbtest, Die Rothe Fahne II (2003) and Tools and Grammar 2.5 (2007).</em> Each of these works of art consists of different kinds of prefabricated material such as articles, films and documents. These kinds of material are often considered to stand in the way of the aesthetic experience, maybe because they are supposed to be closer to reality and therefore to truth. The thesis of this study is that the truth in art is inscribed in the aesthetic framework of each art piece and also in the technical support it uses. If for example the support consists of an investigative journalist’s documentary research, in Rosalind Krauss’ description, the truth might be found in the authenticity of the documentary material. If the technical support has to do with sampling instead, as in the re-use of existing materials to create new works of art, the truth can probably not be found in the different pieces of material but in the work ofart in itself. It does not matter then if the different pieces of material it consists of is traditionally considered unaesthetic. The conclusion of this study is that Gmelin’s <em>Gentleman’s agreement</em>, <em>Farbtest, Die Rothe Fahne II</em> and <em>Tools and Grammar 2.5</em> actually discuss what truth is and if there is an aesthetic truth.</p> / Examensarbetet består dels av en vetenskaplig rapport (se Huvudtitel och Abstract), dels av en vetenskaplig artikel (se Alternativ titel).

You could say that the Swedish artist Felix Gmelin in his art uses media to get closer or further away from what we consider to be the reality and also truth. The purpose of this study is to discuss what this means for the intention of his art works. The starting point is my own aesthetic experience of his painting and the installations A Gentleman’s agreement (1996), Farbtest, Die Rothe Fahne II (2003) and Tools and Grammar 2.5 (2007). Each of these works of art consists of different kinds of prefabricated material such as articles, films and documents. These kinds of material are often considered to stand in the way of the aesthetic experience, maybe because they are supposed to be closer to reality and therefore to truth. The thesis of this study is that the truth in art is inscribed in the aesthetic framework of each art piece and also in the technical support it uses. If for example the support consists of an investigative journalist’s documentary research, in Rosalind Krauss’ description, the truth might be found in the authenticity of the documentary material. If the technical support has to do with sampling instead, as in the re-use of existing materials to create new works of art, the truth can probably not be found in the different pieces of material but in the work ofart in itself. It does not matter then if the different pieces of material it consists of is traditionally considered unaesthetic. The conclusion of this study is that Gmelin’s Gentleman’s agreement, Farbtest, Die Rothe Fahne II and Tools and Grammar 2.5 actually discuss what truth is and if there is an aesthetic truth. / Examensarbetet består dels av en vetenskaplig rapport (se Huvudtitel och Abstract), dels av en vetenskaplig artikel (se Alternativ titel).

The purpose of the project was to develop a single-semester curriculum for Citrus College. The curriculum was directed at adults returning from the workplace to update their skills, and college students that are enrolled in the information technology (IT), or computer science (CS) tracks.